Tivo Customer Service...

How about a big three thumbs down to Tivo Customer service. I bought my parent s a Tivo for Christmas and the thing has been locking up and generally giving them fits. After the first call to customer service I figured I'd give them the benefit of the doubt regarding "sporadic lock-ups", eventhough my computer engineering background tells me it is a hardware defect somewhere. Well sure enough the unit started locking up again and after a call to Tivo Support at 7:30 PM PDT, and an estimated hold time of "20 minutes", TiVo hung up on us at 8:00 PM, when they close. No message, no sorry, nothing. Just dead air. That's insult to the injury we sustained listening to the horrible and obnoxiously loud on hold music. Come on TiVo, I have purchased three boxes (All with lifetime service) and this is the best CS I can get? In the voice of GOB Bluth "Come On!"